- I have a passion for traveling
- I love to socialise with friends and attend music gigs
Ceri Davies
Merthyr Tydfil,Mid glamorgan
Summary
Customer Relations Supervisor experienced in enhancing customer satisfaction and resolving complaints. Drove performance monitoring initiatives that identified staff development areas and fostered employee morale. Focused on delivering exceptional service through strategic thinking and a customer-first approach.
Overview
30
30
years of professional experience
Work History
Customer Relations Supervisor
EUI Ltd.
Cardiff, Wales
04.2002 - 08.2026
- Developed and implemented complaint handling protocols, improving response times and customer service quality.
- Enhanced team collaboration by sharing knowledge and best practices in complaint handling.
- Facilitated regular team meetings to discuss challenges in complaint handling and share successful resolution strategies.
- Monitored staff performance and developed improvement plans.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Participated in continuous professional development activities to stay updated on best practices in complaint handling.
Orientation trainer
British Gas
Cardiff, Wales
02.1997 - 02.2022
- Trained new starters through regular assessments, enhancing understanding of key concepts and addressing knowledge gaps.
- Coordinated with department heads to identify training needs, ensuring alignment of programmes with strategic objectives.
- Mentored learners to build subject confidence and competence.
- Delivered training programmes within allocated timeframes.
- Conducted regular assessments to evaluate trainee progress and identified areas requiring further attention.
Education
Certificate in insurance - Insurance
EUI LTD
Cardiff 01-2010
Skills
- Complaint handling
- Customer relationship management
- Customer service excellence
- Customer engagement
- Customer rapport-building
- Performance monitoring
- Process improvement
- Training needs assessment
- Employee development
- Team collaboration
- Team leadership
- Staff scheduling
- Time management
- Data analysis
- Conflict resolution
- Decision making
- Strategic communication
- Goal setting
- Risk Management
- Active listening
- Verbal communication
- Relationship-building
- People Management
- Email management
- Risk Management
- Staff scheduling
- Email management
- Risk Management
Interests
Timeline
Customer Relations Supervisor
EUI Ltd.
04.2002 - 08.2026
Orientation trainer
British Gas
02.1997 - 02.2022
Certificate in insurance - Insurance
EUI LTD